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Senior Service & Process Specialist in Amsterdam

On-site in Amsterdam·Full-time·Added yesterday (last checked 29 Oct)

De Bijenkorf

89 open roles

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Our summary

Salary: €3,943 - €5,632 a month
Work mode: On-site, Amsterdam
Contract: Full-time
Languages: Dutch
Experience: 5+ years

Skills

De Bijenkorf is hiring for this role in several places. This vacancy is in Amsterdam.

This job advert was originally written in Dutch.

Requirements

What we're looking for

You are analytically strong, entrepreneurial, and know how to bring people along in change. You combine a sharp eye for processes with a sense for customer experience and the human side of service.

In addition, you possess:

WO work and thinking level;
at least 5 years of experience within process optimization, customer operations, service improvement, or consultancy;
experience with complex improvement trajectories and project management;
strong analytical skills and a data-driven way of working;
excellent command of the Dutch language.

Nice to have

Do you also have experience with AI, automation, Lean, or Six Sigma? Then we will be extra enthusiastic.

Pay & benefits

What you'll get

In addition to a challenging role in which you truly make a difference, we offer you:

a salary between € 3,943 and € 5,632 gross per month (based on 40 hours);
30 vacation days;
a personal vitality budget of up to € 500 per year;
NS Business Card or travel expense reimbursement;
an attractive pension scheme;
profit sharing;
20% staff discount at De Bijenkorf.

The role

Within our Customer Contact Center, you will play a key role in the transformation of our service delivery. You will operate at the intersection of customer experience, data, processes, and AI, ensuring that improvements are not only conceived but also successfully implemented in the operation.

Together with two experienced colleagues and a Content Manager, you will work continuously toward one goal: creating a seamless customer journey and helping employees perform at their best.

Thanks to your work, customers are helped faster and better, and employees can focus on the conversations that truly add value. Additionally, processes become smarter, simpler, and more efficient, and the use of AI grows in a way that makes a real impact.

What you'll do

You are the driving force behind our improvement agenda. From strategic plans to concrete implementation. You take the lead and will be engaged in the following activities:

developing and realizing the roadmap for service and process improvements;
analyzing customer behavior, operational performance, and data to discover new opportunities;
building business cases that demonstrate where value can be achieved;
implementing innovative AI solutions for both customers and employees;
translating complex issues into clear requirements for IT and other stakeholders;
guiding improvement projects from idea to successful go-live;
coaching and supporting colleagues within the various sub-projects;
working intensively with teams such as Digital, Tech, IT, Stores, and external partners;
following the latest developments in the fields of customer contact, service, and AI and translating these into concrete applications for De Bijenkorf.

Why this position is so interesting

This is not a traditional process role.

You will be given the space to influence the way thousands of customers experience De Bijenkorf, and you will switch effortlessly between strategy and execution, seeing the direct impact of your ideas. You will work on challenging issues surrounding AI, automation, and customer experience, while simultaneously achieving visible results within one of the most well-known retail brands in the Netherlands.